Terms and Conditions

The person, company or organization purchasing goods or services from ‘The Museum’, as shall be entered within the ‘customer’ section of all Museum sales order/ecommerce/invoice documentation.

B, Overview of Terms & Conditions

These terms and conditions (last updated November, 2014 shall apply to the sale and supply of goods by ‘The Museum”’, to the entity hereby referred to as ‘The Customer’. ‘The Museum’ means of good practice and retail compliance is primarily regulated by ‘The Consumer Protection (Distance Selling) Regulations 2000′, in addition to the ‘Sale of Goods Act 1979′ and other statutory instruments. This document contains references to the said regulations and has been supported with background information gained from the web sites of related parties, being; OFT (Office of Fair Trading), DTI (Department of Trade & Industry) and Trading Standards Central. Any order placed by ‘The Customer’ online (ecommerce) shall form a legally binding contract of sale, thus whilst the below terms are extensive they are given to define and protect the due rights of both ‘The Customer’ and ‘The Museum’.

1, RETENTION OF TITLE/OWNERSHIP

1.1 Legal ownership of any goods supplied shall remain vested to ‘The Museum’, until such time that full payment of monies has been received from ‘The Customer’.

2, PRICES

2.1 All pricing as shown upon ‘The Museum’ literature and this web site are shown in (£) Pounds Sterling.

2.2 All pricing as shown upon ‘The Museum’ literature and this web site are shown inclusive of the current prevailing rate of Value Added Tax (VAT).

2.3 All pricing as shown upon any branded literature provided, i.e; manufacturer brochures, is provided for information only and does not form part of a sale. ‘The Museum’ web site pricing shall prevail and apply at point of sale.

2.4 All goods are priced excluding shipping costs, except where clearly stated as “free of delivery/shipping charge within the UK Mainland only”.

2.9 ‘The Museum’ pricing is reviewed upon a calendar monthly basis, but revisions will be applied at any time for; (a: increases) material and manufacturer price rises, or (b: reductions) offers or promotions as defined.

2.10 ‘The Museum’ cannot retrospectively apply pricing changes once an order has been fully processed.

3, PAYMENT

3.1 ‘The Museum’ standard payment terms are full payment with order.

3.2 Payments are only accepted in (£) Pounds Sterling.

3.3 Payments are only accepted by the following means: Credit/Debit Cards

3.4 ‘The Museum’ reserves the right to alter the standard payment terms of any customer if deemed appropriate, or where special terms form part of a package deal or offer.

4, DELIVERY

4.1 ‘The Museum’ shall aim to fulfil all orders at the earliest opportunity, usually within 7 working days, subject to 4.3, using the distribution infrastructure provided by the manufacturer of the branded product chosen.

4.2 ‘The Museum delivery periods as published are given in good faith and are anticipated, based upon manufacturer guidance. Delivery can occur sooner or later than the anticipated timescales.

4.3 The delivery period will commence from point of cleared payment.

4.4 Delivery periods are provided in working days (i.e. 20 working days = 4 weeks), to account for the incidence of public holidays and that manufacturers transport operates weekdays only.

4.5 Deliveries are made weekdays only, typically during the hours of 8.00am to 6.00pm, however this can vary by manufacturer. ‘The Museum is not able to offer timed deliveries.

4.6 As ‘The Museum’ is not the manufacturer of the branded products, it cannot be held responsible for delay in delivery caused by; (a) the manufacturing process, or (b) third party such as a contracted carrier.

4.7 Should the delivery period extend beyond (whichever is longer) that published, subsequently notified or 30 days after the date of order (as section 19 of the Distance Selling Regulations) ‘The Customer’ can cancel their order without penalty.

4.8 ‘The Museum’ will not bear any abortive costs arising from ‘The Customer’ due to a failed delivery, as the delivery process is operated by each manufacturer beyond the control of ‘The Company’.

4.10 ‘The Museum’ is not liable for delivery delays or failures caused by factors outside of ‘The Company’ control including “Acts of Nature”, adverse weather conditions, road accidents, vehicle breakdown or personal illness.

4.11 Delivery shall only be made to a registered residential or commercial address.

5, SHORTAGES/DAMAGE

5.1 ‘The Customer’ shall inspect the goods and notify ‘The Museum’ within seven days after the day of receipt of any shortages or damage to the said goods.

5.2 Shortage or damage should be reported with detail in writing to ‘The Museum’ address or by email: museum@dehavillandmuseum.co.uk

5.3 Upon approved claims within the period defined in 6.1, the manufacturer will forward the replacement parts usually within 5 to 10 working days, subject to stock level.

5.4 Guarantee claims made by ‘The Customer’ after the period as defined in 6.1, shall only be considered at the discretion of the manufacturer and not ‘The Museum’.

5.5 All statements made relating to guarantee periods are to be honoured by the relative manufacturer. ‘The Museum’ shall assist with any guarantee claim but shall not bear responsibility.

5.6 We reserve the right to decline any replacement request should damage or miss-use of the product have occurred upon ‘The Customer’ property or during self-assembly.

5.7 ‘The Museum’ will not be liable for any costs incurred by ‘The Customer’, should they fail to inspect and satisfy themselves that the product is sound and complete prior to self-assembly.

6, RETURN (CANCELLATION)

6.1 All goods are newly manufactured for sale, as described upon ‘The Museum web site. We do not retail seconds or ex-display products, thus a return should be considered unlikely.

6.2 A return or cancellation of supply only goods can be instructed up to 7 working days after the date of delivery, as defined by section 11, part 2 of the Distance Selling Regulations.

6.3 A return or cancellation should be made in a durable means as defined by part 10 of the Distance Selling Regulations being; either in writing to ‘The Museum’ address or by email: museum@dehavillandmuseum.co.uk

6.4 It is the responsibility of ‘The Customer’ to meet all product return costs, either by their own arrangement or at the direct cost levied to ‘The Museum’. Stated, to comply with section 8, part 2aii of the Distance Selling Regulations.

6.5 It is the responsibility of ‘The Customer’ to retain possession and take reasonable care of the goods, until the goods have been returned to the possession of; ‘The Museum’, the manufacturer or a carrier appointed by either.

6.6 All return costs sought by ‘The Museum’ shall be deducted from the order monies held, thus any refund to ‘The Customer’ shall be passed less this return charge.

6.7 Return costs are not fixed and are based upon variables such as product and location.

6.8 Reimbursement (refund) of cancelled order monies held, less the return delivery charge defined in 6.4 to 6.7, shall be made in a period not exceeding 30 days, as Section 14, part 3 of the Distance Selling Regulations.

6.9 Statute states that a product should be returned in its original condition, thus fit for re-sale as new. We or the manufacturer shall therefore reject the return of any product where assembly has been commenced, thus rendering the product as ‘used’.

7, REJECTED GOODS (CANCELLATION)

7.1 All goods are newly constructed for sale, as described upon ‘The Museum web site. We do not retail seconds or ex-display products, thus rejected goods are an extremely rare event.

7.2 Should ‘The Customer’ wish to reject their goods through fault or damage, this must be undertaken within 7 working days after the date of delivery, as defined by section 11, part 2 of the Distance Selling Regulations.

7.3 ‘The Customer’ should notify ‘The Museum’ of their rejection of the goods by durable means as defined by part 10 of the Distance Selling Regulations; either in writing to ‘The Museum’ address or by email: museum@dehavillandmuseum.co.uk

7.4 It is the responsibility of ‘The Customer’ to retain possession and take reasonable care of the goods, until the goods have been returned to the possession of; ‘The Museum’, the manufacturer or a carrier appointed by either.

7.5 If on return the product is found to be sound, complete and as described for sale, the return charge process 6.6 to 6.8 will apply and be deducted from the order monies held.

7.6 If on return the product is found to be have been abused or damaged whilst on site, or having been assembled, ‘The Museum’ shall retain the right to deduct from the order monies held any losses levied by the manufacturer.

7.7 Reimbursement (refund) of rejected order monies, less charges defined in 7.5 if due, shall be made in a period not exceeding 30 days as Section 14, part 3 of the Distance Selling Regulations.

7.8 Statute states that a product should be returned in its original condition, thus fit for re-sale as new. We shall therefore reject the return of any product where assembly has been commenced, thus rendering the product as ‘used’.

8, COMPLAINT

8.1 In the event of any complaint or grievance, ‘The Customer’ should initially make contact by formal email complaint to museum@dehavillandmuseum.co.uk or letter to ‘The Museum’ address.

8.2 For efficient handling, ‘The Customer’ should state upon all correspondence; (a) their name, (b) their address, (c) the product, and (d) a description of their complaint.

8.3 We shall endeavour to promptly resolve any complaint and/or respond with our stance. Should a response not be received within 5 working days, please send a “Second Request” marked for “Immediate Attention”.

8.4 It is the intention of ‘The Museum’ to resolve any dispute fairly, amicably and to the satisfaction of all parties concerned at the earliest opportunity.

9, MISCELLANEOUS

9.1 If ‘The Customer’ wishes to amend their order post-sale (i.e; after order processing), a nominal £15 ‘Administration Charge’ shall be levied to account for the manual handling of all documentary and payment revisions in line with any post-sale ‘Customer’ instructions; extra-over to any material or service cost adjustments/revisions.

9.2 Should the product ordered by ‘The Customer’ become unavailable, ‘The Museum’ reserves the right to arrange the supply of an alternative product of a similar nature and value where appropriate or to arrange a refund for ‘The Customer’. Naturally we will always attempt to contact ‘The Customer’ first before sending any alternative product.

9.3 It is the responsibility of ‘The Customer’ to take reasonable care during the assembly and use of the product(s). ‘The Museum’ shall not be held liable for any damage or personal injury caused by misadventure, negligence or misuse of the product(s).

10, LAW

10.1 These terms and conditions shall be interpreted in accordance with UK Law.

10.2 All sales conducted through ‘The Company’ are subject to these terms and conditions.

UK Mainland shipping explained

UK Mainland

This relates to delivery throughout England, Wales, Southern and Central Scotland, Monday to Friday (excluding public holidays) only. Where items are shown as ‘free delivery/shipping’ on the site, the full cost of standard carriage for single items within the UK Mainland is included in the published price and quoted as free on our site.

Exclusions from free UK Delivery/Shipping

Scottish Highlands and Islands

Scottish Highlands and Islands are classed as outside of UK Mainland and might incur a surcharge over UK Mainland charges. These charges apply even where the charge to UK Mainland is included in the published price and quoted as free on our website.

If you reside within the Scottish Highlands and Islands please contact us prior to making any purchase on the website so that we can establish carriage costs.

Northern Ireland

ALL Northern Ireland deliveries attract a surcharge over UK mainland charges. These charges apply even where the charge to UK Mainland is included in the published price and quoted as free on our website. Please contact us for a delivery quote before confirming your order.

Excluded Postcodes

Scottish Highlands Postcodes: IV, HS, KA, KW, PA, PH, ZE

Northern Ireland Postcodes: BT

Isle of Man Postcodes: IM, TR

Isle of Wight Postcodes: PO

Channel Islands Postcodes: GY, JE

Global Customers

ALL Global Customers i.e. any customer that does not reside within the UK Mainland, Scottish Highlands and Islands, Northern Ireland, Isle of Man, Isle of Wight and Channel Islands, please contact us for a delivery quote before confirming any order.

TripAdvisor Certificate of Excellence Award

The de Havilland Aircraft Museum has been awarded a Certificate of Excellence for 2016 from travellers worldwide on TripAdvisor who have recognised the de Havilland Aircraft Museum for Excellence in Hospitality.
As a recipient of this award, it means that we have been recognised for delivering consistently great service, as defined by the reviews of travellers and visitors.
The recognition distinguishes us from other attractions and gives visitors more reason to choose the de Havilland Aircraft Museum.

TripAdvisor July 2016I especially liked the planes you could go into which showed how people used to travel by air!! There are lots of curators around who are only too pleased to give information on the history of the various exhibits. Well worth the entrance fee!

TripAdvisor July 2016

TripAdvisor August 2016As a Hertfordshire lad by birth, I should have known about this place years ago. But glad I’ve found it now.
Many have described it as a ‘Gem’ and it really is.
It’s so important that the memory and history of the great De Havilland organisation is remembered and passed on to future generations.

TripAdvisor August 2016

Jones Family, CambridgeWe had a lovely day out. We really enjoyed all of the brilliant exhibits!

Jones Family, Cambridge

Kevin BrewerEase of access to exhibits, so many aircraft open. Very relaxed atmosphere and great quality of information.

Kevin Brewer

TripAdvisor August 2016Amazing seeing all the history and the workmanship that goes into the restoration of all the planes.
It really is a hands on experience and the volunteers really make this place special.
Definitely will return when the new hangar is finished.

TripAdvisor August 2016

TripAdvisor August 2016I think this was the big attraction for me. To be able to peer inside the prototype Mosquito was a real treat as was being able to get very close to the other 2 Mossies they have. As other people have said there are a number of aircraft outside and exposed to the elements and slowly deteriorating but the Museum know this and are fundraising for another hangar.

TripAdvisor August 2016

Hayley RowthornTouching the last remaining part of a Sea Hornet was very special

TripAdvisor July 2016It was a very good opportunity to learn about British aviation history and very enjoyable for kids too. I will definitely recommend this museum. True that it could be better kept, but definitely worth it for the aviation enthusiast.

TripAdvisor July 2016

Harry KingMy son enjoyed himself particularly sitting in the planes and the guide in Hangar E was very informative and helpful.